360Connext

FEBRUARY 9, 2021

Customer referrals lead to immediate returns. Gaining customers via referrals reduces the cost of acquiring these new customers. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways.

Customer Experience 133

Customer Experience Sales Journey mapping Metrics 133

360Connext

FEBRUARY 9, 2021

Customer referrals lead to immediate returns. Gaining customers via referrals reduces the cost of acquiring these new customers. In one research study , a bank in Germany found that In a study of almost 10,000 accounts, referred customers were 25 % more profitable than customers acquired in other ways.

Customer Experience 72

Customer Experience Sales Journey mapping Metrics 72

Genroe

JANUARY 21, 2015

Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. Implement Corporate Governance.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Vistio

JULY 11, 2022

I’m a big fan of customer effort score and lowering the amount of effort that a consumer or an employee has to manage when it comes to any specific interaction or any specific tasks. And it’s a company that helps in tandem, I think with firms like Snowflake, to govern that data, to monitor that data.

Technology 52

Technology Self service Contact Center Analytics 52

SmartKarrot

APRIL 21, 2022

The CCO defines customer value and helps focus decisions in a customer perspective. The CCO also ensures goals are achieved as per Net Promoter Score, Customer satisfaction, and Customer Effort Score. Using data analytics and intel, they need to understand the customer better to empower them.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

The CCO defines customer value and helps focus decisions in a customer perspective. The CCO also ensures goals are achieved as per Net Promoter Score, Customer satisfaction, and Customer Effort Score. Using data analytics and intel, they need to understand the customer better to empower them.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

Pointillist

JULY 25, 2018

Pick a mix of financial, customer and operational metrics. Governance Large enterprises typically have a central governance team in place that is responsible for setting project quality standards, fostering communications and sharing best practices. However, this is not a one-size-fits-all solution.

Analytics 43

Analytics Metrics Government Journey mapping 43